Job Summary
The Membership Specialist is responsible for promoting the Association among its members by facilitating the member experience and overall satisfaction.
This position supports the Membership Department and Territory Manager team by delivering services, advocating cost-saving programs and processing inquiries, concerns, requests and complaints from hospitality members.
Responsibilities
Support and assist Territory Manager team as needed for all membership-related questions, requests and concerns.
Actively listening to members and identifying their needs
Ensure the best possible service and experience while helping our members succeed
Provide high level of customer service to the association’s hospitality members including, but not limited to, providing information on membership, benefits, products, services and other needs and concerns associated with membership.
Ensure ongoing member satisfaction by communicating with members via phone, in person contact or other appropriate communication methods.
Prepare and distribute membership invoices, process membership payments and manage past due payment collections
Maintain accurate call and visitor records in CRM
Review new member applications and remit new membership materials including welcome letter and membership packet
Prepare member correspondence
Assist in developing and implementing strategies for membership retention
Assist Membership Administrator and Director of Membership, as needed
Attend quarterly department training meetings
Active participation in all team events, activities, and meetings
Provide collaboration for legislative grassroots activities
Qualifications
Demonstrates excellent communication skills, both written and oral.
Strong analytical skills, able to work under pressure, manage multiple projects, and meet deadlines.
Demonstrates adaptability and flexibility when performing a variety of duties, often changing from one task to another
Ability to communicate effectively with groups and individuals
Ability to build and maintain positive relationships with the members, staff, and teams
Works well with a variety of individual and management styles
Ability to work cooperatively and collaboratively with all levels of employees
Is self-driven, detail-oriented, organized, and efficient
Has excellent follow-through and is results-focused
Displays a commitment to quality in all work
Maintains confidentiality when required
Good listening and interpersonal skills
Pleasant and outgoing personality
Education and Experience
High school diploma/GED
Proven customer service skills
Collections experience
Sales experience beneficial
Proven track record of professional excellence
Technical Qualifications
Intermediate knowledge of Microsoft Office including Word, Excel, and Outlook
Knowledge of and experience with database management
Knowledge of an experience with PowerPoint and Teams desired, but not required
Physical/Mental Environment
Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state, and local standards.
Regularly required to stand, walk, and sit; use hands to handle objects and feel controls; reach; climb stairs; stoop; crouch; talk; listen; and vision capabilities that enable reading and viewing a computer screen.
Ability to lift up to 20 lbs.
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
We offer competitive compensation and benefits packages, along with a supportive work environment that values employee growth and development.
Washington Hospitality Association is an equal opportunity employer.
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